Head of Support

Position Overview

The Head of Support & Maintenance is responsible for leading and managing GoHub's end-to-end technical support operations, covering L1 Helpdesk, L2 Support and Technicians. This role ensures high service availability, rapid incident resolution, system reliability, and customer satisfaction across all GoHub software platforms and deployed solutions. The incumbent will drive service excellence, implement structured support processes, ensure SLA compliance, and build a scalable support organisation aligned with business growth.

Key Responsibilities

1. Leadership & Strategy

2. Develop and execute the overall Support & Maintenance strategy.

3. Build and manage L1, L2, and Technical Maintenance teams.
4. Define service standards, escalation matrices, and support workflows.
5. Establish KPIs and SLAs to ensure service performance targets are achieved.
6. Drive continuous improvement initiatives across su...